job description
Join St. Jude Medical as a Remote Care Support Specialist (Technical Call Agent) in beautiful Bali! In this dynamic role, you will serve as the first point of contact for patients and healthcare professionals, providing expert technical troubleshooting and exceptional customer service for our cutting-edge remote care solutions. Your contributions will directly enhance patient outcomes by ensuring seamless connectivity and functionality of life-saving medical devices.
This position offers a unique opportunity to blend technical expertise with compassionate communication, working in a collaborative environment that values innovation and continuous improvement. As part of a global leader in medical technology, you’ll play a pivotal role in advancing healthcare through remote monitoring and support.
If you’re a detail-oriented problem-solver with a passion for technology and patient care, we invite you to apply and help us redefine what’s possible in remote healthcare support.
Responsibility
- Provide real-time technical support to patients and healthcare providers via phone, email, or chat, resolving issues related to remote monitoring devices and software.
- Troubleshoot and diagnose hardware/software malfunctions, escalating complex cases to senior support teams when necessary.
- Document all customer interactions, solutions provided, and follow-up actions in a CRM system with meticulous accuracy.
- Collaborate with cross-functional teams to identify recurring issues and contribute to process improvements in remote care services.
- Conduct proactive outreach to patients to ensure proper device usage, adherence to monitoring protocols, and overall satisfaction.
- Stay updated on product updates, technical specifications, and industry best practices through continuous training.
- Maintain high service level agreements (SLAs) for response times, resolution rates, and customer satisfaction metrics.
- Assist in the onboarding of new users, providing clear instructions and training on remote care systems.
Qualifications
- Bachelor’s degree in Computer Science, Biomedical Engineering, Healthcare IT, or a related field (or equivalent work experience).
- Minimum 2 years of experience in technical support, customer service, or a call center environment, preferably in healthcare or medical devices.
- Strong problem-solving skills with the ability to analyze technical issues and provide step-by-step guidance.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and basic troubleshooting tools.
- Familiarity with medical terminology and remote patient monitoring systems is highly advantageous.
- Ability to work flexible hours, including weekends or shifts, to support global customers.
- Demonstrated empathy and patience when interacting with patients and healthcare professionals.